If you’re responsible for sales or support calls, you know that “gut feeling” only goes so far. You need hard numbers—calls made, connections, results—to know what’s working and where things fall flat. This guide is for anyone using Kixie who wants to actually get value from their call metrics, not just stare at pretty graphs.
Here’s how to track and analyze your team’s call performance in the Kixie dashboard—without drowning in data or chasing useless KPIs.
1. Get the Lay of the Land: Understanding Kixie’s Dashboard
Before you start poking around, know this: Kixie’s dashboard is designed to show you a lot of info, but not all of it will matter to you. The main sections you’ll use are:
- Call Activity: How many calls are being made, answered, missed, etc.
- User Performance: Individual stats for each rep.
- Leaderboard: Who’s making the most calls/contacts.
- Detailed Logs/Exports: Every gritty detail for nerds and managers.
Pro tip: Don’t get distracted by vanity metrics (like “total minutes dialed” unless that’s tied to your goals). Focus on what drives results: contacts made, conversations had, outcomes logged.
2. Step-by-Step: Tracking Call Metrics That Actually Matter
Step 1: Log In and Set Your Time Frame
- Go to your Kixie dashboard.
- At the top, pick a date range (today, this week, custom, whatever makes sense).
- Stick to a time frame that matches your sales cycle or review period. Weekly is usually best—monthly if you’ve got a longer sales cycle.
Why it matters: Metrics are only useful if you know when the activity happened. Don’t compare apples to oranges by mixing weeks or quarters.
Step 2: Zero In on Core Metrics
There’s a lot you could track, but here’s what actually tells you how your team’s doing:
- Calls Made: Raw hustle. But don’t obsess—more isn’t always better.
- Answered Calls: Shows who’s actually picking up. If this is low, maybe your lists or timing are off.
- Talk Time: Decent, but don’t fall for the “more talk is always better” myth. Quality beats quantity.
- Connection Rate: Calls answered/calls made. If it’s under 10-15%, something’s broken.
- Call Outcomes: Did the call move the deal forward? Kixie lets you log outcomes—use this.
What to ignore: Fancy graphs about “average ring time” or “voicemails left” are mostly noise. Unless you’re running a call center where every second matters, focus on results, not minutiae.
Step 3: Use the Leaderboard—But Don’t Worship It
Kixie’s leaderboard shows top performers by calls, talk time, or outcomes. It’s a quick way to spot who’s hustling… or who’s gaming the system by making lots of pointless dials.
- Click the “Leaderboard” tab.
- Choose your metric (calls made, talk time, or completed outcomes).
- Look for outliers: Who’s way above or below average? Dig in to see why.
Reality check: Celebrate wins, but don’t turn this into a contest for its own sake. Reward quality, not just quantity. “Top caller” doesn’t always mean “most deals closed.”
Step 4: Drill Down Into User Performance
Want to know how a specific rep is doing? Head to “User Performance” for detailed stats:
- Filter by user.
- Check calls made, calls connected, average talk time, and outcomes.
- Compare to team averages. If someone’s lagging, is it effort, skill, or just bad leads?
Pro tip: If your reps log call outcomes (like “voicemail,” “qualified,” or “demo set”), you’ll get a much clearer picture. Don’t skip this step, even if it feels tedious at first.
Step 5: Analyze Call Outcomes (The Only KPI That Matters)
This is where most teams drop the ball. Calls are only as good as what happens after the call.
- In your dashboard, look for “Call Outcomes” or similar reporting.
- Slice by outcome type: Demos set, deals closed, follow-ups required, etc.
- Map outcomes back to call volume: Is more calling leading to more results, or just more busywork?
What works: Tracking call outcomes over time. You’ll see if changes in your script, process, or list quality are moving the needle.
What doesn’t: Obsessing over “calls per hour.” If nobody’s picking up or moving forward, you’re just burning time.
Step 6: Export Data for Deeper Analysis (If You Need It)
If you’re a spreadsheet type (or your boss is), you can export raw call logs:
- Head to “Reports” or “Logs.”
- Export as CSV.
- Analyze in Excel, Google Sheets, or wherever you’re comfortable.
You can look for patterns—time of day, rep performance, call outcome by lead source. But only do this if you have a real question to answer, not just for the sake of “analysis.”
3. Making Sense of the Data: Avoid Common Traps
A few honest truths about call metrics:
- More calls ≠ more sales: Quality beats quantity. A rep with fewer, better conversations can out-sell a “dial machine.”
- Don’t ignore context: If your team’s reaching voicemail 90% of the time, revisit your call times or list, not your reps.
- Metrics ≠ motivation: Dashboards don’t motivate people, managers do. Use the data for coaching, not punishment.
- Consistency > spikes: A steady, predictable call effort is better than one-off “power hours.” Look for trends, not just daily highs.
4. What to Customize (and What to Leave Alone)
Kixie lets you tweak a lot—custom outcomes, filters, even some dashboard layouts.
Worth your time: - Setting up custom outcomes that match your real sales process (“Demo Set,” “Not Interested,” “Follow-Up Needed”). - Filtering by team, campaign, or time period.
Not worth your time: - Over-building custom dashboards or adding a dozen filters you’ll never use. - Trying to track every possible detail. Pare down, or you’ll end up with “analysis paralysis.”
5. Using Insights to Actually Improve Performance
Data alone won’t fix anything. Here’s how to turn numbers into action:
- Spot trends: Are calls up, but outcomes down? Time for a new script or better leads.
- Coach with context: Use individual metrics for 1:1 feedback. “I noticed your talk time is high, but outcomes are low—let’s listen to a few calls together.”
- Test and iterate: Try changing call times, new scripts, or list sources. Use the dashboard to see what moves the needle.
- Share wins: If someone books more demos with fewer calls, have them share their approach.
6. Quick FAQ: Stuff People Actually Ask
Can I track call recordings in Kixie?
Yes, if enabled. Use them for coaching, not micromanagement.
How do I know if my team is actually using Kixie?
Cross-check call logs with CRM activity. If there’s a gap, talk to your team—don’t just blame the tool.
Is there a mobile dashboard?
Kixie supports browser access, but the dashboard is best on desktop for real analysis.
Keep It Simple—Then Iterate
You don’t need to track every metric or obsess over dashboards. Start with the basics: calls, connections, outcomes. Use Kixie to spot trends and coach better, not to drown in data. Iterate as you go. The best teams use metrics to cut through the noise, not add to it.